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The shared inbox is the core of Waspy. Instead of WhatsApp conversations living on a single phone that only one person can access, Waspy routes all incoming messages to a centralized workspace that your entire support team can see and respond to in real time.

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How the shared inbox works

When a customer sends a WhatsApp message to your business number, it appears instantly in your Waspy inbox — visible to every agent on your team. From there, any agent can open the conversation, view the message history, and send a reply.

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Key capabilities

  • Real-time updates — new messages appear in the inbox as soon as they arrive, so no conversation waits
  • Full message history — every conversation thread is preserved, giving agents context before they reply
  • Conversation assignment — assign a conversation to a specific agent so it’s clear who is responsible
  • Status tracking — mark conversations as open, in progress, or resolved to keep your queue organized
  • Team visibility — all agents see the same inbox, preventing duplicate replies and dropped conversations

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Organizing your inbox

Conversations in Waspy can be filtered and sorted to help agents focus on what matters:
  • Open conversations — all unresolved customer threads
  • Assigned to me — conversations assigned to the logged-in agent
  • Unassigned — conversations that haven’t been picked up yet
  • Resolved — closed conversations available for reference
Use the “Unassigned” filter at the start of each shift to quickly find conversations that need attention.

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Preventing duplicate replies

Because all agents share the same inbox, Waspy shows typing indicators and locks a conversation when an agent is actively composing a reply. This prevents two agents from sending conflicting responses to the same customer.

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Next steps

Managing Conversations

Step-by-step guide to replying, assigning, and resolving conversations.

Team Management

Learn how to add agents and set permissions.